Gary Bouchard Email & Phone Number

Fostering an environment in which customers enjoy high levels of service and employees are motivated to deliver top performance directed at customer satisfaction.• Increased management and front-line accountability that improved performance expectations for new customer system initiatives and requirements. • Designed strategic processes and performance measures and introduced quality measures that improved service levels for all national and direct accounts handled by customer service… Show more Fostering an environment in which customers enjoy high levels of service and employees are motivated to deliver top performance directed at customer satisfaction.• Increased management and front-line accountability that improved performance expectations for new customer system initiatives and requirements. • Designed strategic processes and performance measures and introduced quality measures that improved service levels for all national and direct accounts handled by customer service. • Have developed QAD (ERP system in use by Watt’s) skills that go beyond the scope of the position’s requirements. • Developed innovative and cost effective order entry processes for internal and external customers. • Developed baseline skill sets and implemented training requirements for customer service representatives.• Expanded Watt’s current knowledge database for all customer support personnel. • Training/supporting CSR’s and business partners on Watt’s processes and procedures. Show less

Created and developed a sustainable and profitable service business focusing on establishing relationships with key semiconductor OEM and FAB accounts in the semiconductor industry. • Financial performance was 15% CAGR with better than 60% contribution and OP of 20% • Developed and executed clear and cohesive commercial strategies in North America to support equipment sales and increase service revenues and profitability in line with company objectives.• Provided a services… Show more Created and developed a sustainable and profitable service business focusing on establishing relationships with key semiconductor OEM and FAB accounts in the semiconductor industry. • Financial performance was 15% CAGR with better than 60% contribution and OP of 20% • Developed and executed clear and cohesive commercial strategies in North America to support equipment sales and increase service revenues and profitability in line with company objectives.• Provided a services capability roadmap to influence future commercial strategy, product design, investments and resourcing decisions. • Spearheaded customer centric meetings with staff to ensure customer requirements were met.• Developed and implemented account management processes for all national and direct accounts. • Developed a web strategy that maximized B2B activities. Show less

Focused on developing worldwide spare parts Logistics’ and new service business opportunities to improve customer satisfaction and departmental revenue.• Developed and launched a global $3.5M per annum upgrade and spare part logistics business. • Designed, developed, and implemented an RMA process increasing revenues by $250K monthly.• Increased Logistics’ spare parts revenue $100K per month and reduced excessive inventory by $850K.• Standardized part numbering, inventory… Show more Focused on developing worldwide spare parts Logistics’ and new service business opportunities to improve customer satisfaction and departmental revenue.• Developed and launched a global $3.5M per annum upgrade and spare part logistics business. • Designed, developed, and implemented an RMA process increasing revenues by $250K monthly.• Increased Logistics’ spare parts revenue $100K per month and reduced excessive inventory by $850K.• Standardized part numbering, inventory metrics and unified pricing that improved ordering process. Show less

Corporate Director, Customer Service (1994 - 2000)•Developed Field installation and warranty procedures that reduced departmental expenditures by 20%.•Developed and implemented revenue plans that increased departmental earnings by 50%.•Implemented a spare parts logistic program that ultimately reduced delivery time and cost.Manager, Field Service (1992 - 1994)•Launched ULVAC's "Serviceman" computer based Field Service reporting system that improved tracking labor, inventory,… Show more Corporate Director, Customer Service (1994 - 2000)•Developed Field installation and warranty procedures that reduced departmental expenditures by 20%.•Developed and implemented revenue plans that increased departmental earnings by 50%.•Implemented a spare parts logistic program that ultimately reduced delivery time and cost.Manager, Field Service (1992 - 1994)•Launched ULVAC's "Serviceman" computer based Field Service reporting system that improved tracking labor, inventory, and field reported equipment failures. •Improved ULVAC's Service portfolio including twenty-four hour uptime support strategies.•Negotiated and designed service contracts generating $3M in revenue. Show less

Bachelor'S Degree-Business Administration, Business Administration And Management, General

Associate'S Degree, Electrical/Electronics Maintenance And Repair Technology